We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 125399 results
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Decision Reference DRN-4729692
9 Apr 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4729692 The complaint Mrs J is unhappy with the way AA Underwriting Insurance Company Limited (‘AA’) handled a claim made on her contents insurance policy (‘the policy’) after a fire at her home. That includes only paying part of the costs claimed for certain items. What happened The d... (5 pages)View decision -
Decision Reference DRN-4696732
9 Apr 2024 Octopus Investments Limited UpheldInvestmentsDRN-4696732 The complaint Mr and Mrs G complain that Octopus Investments Limited (“Octopus”) didn’t tell them it couldn’t accept partial transfer instructions from their ISA accounts to a new provider. They say, if they’d known, they would have given instructions for full transfers. This w... (6 pages)View decision -
Decision Reference DRN-4704779
9 Apr 2024 MBNA Limited UpheldBanking and PaymentsDRN-4704779 The complaint Mrs G complains MBNA Limited unfairly defaulted her account. What happened Mrs G held a credit card with MBNA and thought it had been paid off as part of a debt reconsolidation. Mrs G then saw a direct debit leaving her account, to pay MBNA. Mrs G spoke to MBNA, b... (4 pages)View decision -
Decision Reference DRN-4618671
9 Apr 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4618671 The complaint Mr L complains about the way Advantage Insurance Company Limited has handled a claim he made on his home insurance policy for damage caused by Subsidence. What happened Mr L made a claim on his home insurance policy for damage caused by subsidence after noticing d... (3 pages)View decision -
Decision Reference DRN-4715703
9 Apr 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4715703 The complaint Mr C and Miss T are unhappy with the way Inter Partner Assistance SA (IPA) handled a claim made on their travel insurance policy. All reference to IPA includes its medical assistance team. What happened The details of this complaint are well known to both parties,... (3 pages)View decision -
Decision Reference DRN-4332617
9 Apr 2024 esure Insurance Limited UpheldInsuranceDRN-4332617 The complaint Mrs C has complained that esure Insurance Limited declined a claim she made on her home insurance policy for damage caused by subsidence. Reference to Mrs C and esure includes their respective agents and representatives. What happened The circumstances of this com... (4 pages)View decision -
Decision Reference DRN-4697596
9 Apr 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4697596 The complaint Mrs S’s complaint is about her mortgage account with Barclays Bank UK PLC. Mrs S says that, despite a payment plans having been agreed, Barclays cancelled it in December 2022, and registered adverse information on her credit file. Mrs S wants Barclays to accept it... (3 pages)View decision -
Decision Reference DRN-4729539
9 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4729539 The complaint Mrs S is a vulnerable customer, and she complains about Barclays Bank UK PLC delaying a cheque stamp causing her inconvenience, distress and a financial loss. What happened I issued a provisional decision on 16 March 2024, and this is what I said: I’ve considered ... (5 pages)View decision -
Decision Reference DRN-4706239
8 Apr 2024 Secure Trust Bank Plc UpheldConsumer CreditDRN-4706239 The complaint Ms A complains that a car acquired with finance from Secure Trust Bank Plc trading as Moneyway wasn’t of satisfactory quality. What happened In February 2022 Ms A was supplied with a car and entered into a hire purchase agreement with Moneyway. At the point of sup... (3 pages)View decision -
Decision Reference DRN-4729413
8 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4729413 The complaint Mr A has complained that Barclays Bank UK PLC registered a marker against him at CIFAS, the national fraud database. What happened In summer 2022, Mr A received some credits which were reported as fraudulent. Barclays asked him about them, giving him three days to... (4 pages)View decision
